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Vietstar Group


Quality Assurance CallCenter

Vị trí

Quality Assurance CallCenter


Lương thỏa thuận

Loại hình công việc


Thời hạn bài đăng

May 28 2019 ~ Jun 27

Chi tiết

JOB DESCRIPTION RESPONSIBILITIES QA(OPS) will be directly responsible of tasks including (but not limited to): - Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards - Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance - Training CSR’s on soft skills, call handling, ticket handling and communication skills - Providing report and analysis on quality progress to HOCS - Ensuring contact reason categories are tagged correctly - Generating process and guidelines for CSR’s to adhere - Ensuring recoveries are done - Attending calibration and meetings to ensure requirements are on par - Training CSR on new implementations and process changes. - Analyze the root cause of issue and able to design action plan. - Document Contact Center quality concerns and trends for procedural changes, recommendations and training. - Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns. - Test products and procedures to establish functionality and effectiveness. - Manage BPO performance to achieve KPIs of productivity, CSAT, CQM - Other duties as assigned REQUIREMENTS: - At least 2 year-experience developing and implementing quality assurance programs in a call center environment - Excellent oral, written and interpersonal communication skill - Ability to solve problems quickly and independently while working in a fast-paced environment - Experience persuading audience and front line employees to support new initiatives - Exceptional listening skills - Intermediate to advanced reporting skills - Excellent ability to identify and analyze data for trends - Experience in providing performance feedback - Excellent time management - Ability to multitask and perform in constantly changing environment - Experience managing and driving team calibration to QA requirement - Strong organizational, planning, prioritization skills SALARY: Negotiable BENEFIT PACKAGE: Performance review: twice a year + Bonus, 13th Salary. An Quarterly party/ End Year Party. Annual company trip and team building A fully employee- care benefit system.

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Quận 3, Hồ Chí Minh, Việt Nam